User Support Analyst - Windows & VoIP Specialist

Sidley Austin (TX) LLP; Houston (TX); Sur place; USD 71 000 - 90 000; Plein temps

Avantages offerts par ce poste

Bonus eligibility

Comprehensive benefits

Résumé du poste

Sidley Austin LLP seeks a User Support Analyst to provide Level II hardware and software support in Texas. You will resolve diverse technical requests independently and as part of a team.

The role requires Windows-based support, VoIP telephony, enterprise imaging, smartphone support, and remote access technologies like Citrix, with a focus on service excellence and confidentiality. Bonus eligibility and comprehensive benefits are included.

Qualifications

• Bachelor’s degree or equivalent work experience.
• Minimum of 2 years in direct, exceptional user support in a high-performance culture.
• Experience supporting Windows-based computers including Windows 11.
• Experience supporting VoIP telephony solutions.
• Experience with enterprise imaging solutions for Windows-based computers.
• Experience supporting smartphones (iPhone, Android).
• Experience supporting Microsoft Office applications and remote access tech (Citrix).
• Preferred: Law firm or professional services experience.
• A+, ITIL and Microsoft Office certifications.
• Experience using Adobe Acrobat, NetDocuments, Cisco Telephony, Microsoft Intune, and SCCM.

Responsabilités

• Assist users to resolve computer-related problems (hardware/software incl. network).
• Resolve inquiries with active listening and service excellence.
• Hardware support: end user, desktop, laptop, office setups, mobile devices.
• Imaging, post-image configs, maintenance, basic printer troubleshooting with vendor.
• Software support: install/configure apps, updates, maintenance, third-party apps with vendors.
• Manage deployed and in-inventory assets; maintain asset records.
• Coordinate hardware moves, changes, exchanges.
• Break/fix telephones: handsets, cords, base units.
• Assist with projects: hardware/software upgrades, moves, events.
• Manage warranty claims and vendor repairs.
• Document and maintain user requests in ITSM.
• Perform other duties as required.

Connaissances

Windows support

VoIP telephony

Imaging solutions

Smartphone support

Microsoft Office

Remote access (Citrix)

Formation

Bachelor’s degree or equivalent

A+ certification

ITIL certification

Microsoft Office certifications

Outils

Citrix

SCCM

Microsoft Intune

Cisco Telephony

NetDocuments

Adobe Acrobat

Description du poste

Sidley Austin LLP seeks a User Support Analyst to provide Level II hardware and software support in Texas. You will resolve diverse technical requests independently and as part of a team.

The role requires Windows-based support, VoIP telephony, enterprise imaging, smartphone support, and remote access technologies like Citrix, with a focus on service excellence and confidentiality. Bonus eligibility and comprehensive benefits are included.